Sr. Manager, Business Control Testing

About the role

As Chime continues to grow, we’re enhancing our business control testing capabilities to ensure Chime’s Operations and Member Services maintains an internal control environment that meets regulatory requirements. The Sr. Manager, Business Control Testing will be responsible for leading the operational tasks, strategic vision, and development of the control testing team. This role will own control testing for complaints handling, dispute intake &  investigations, fraud, and other processes. This will include building out a framework for first-line control testing and reporting, working closely with Compliance and other cross-functional teams to ensure Chime’s adherence to bank partners and regulatory requirements. This role offers a unique opportunity to make a meaningful impact on how we serve our members and uphold our company value of Respecting the Rules. 

The base salary offered for this role and level of experience will begin at $168,570.00 and up to $238,900.00. Full-time employees are also eligible for a bonus, competitive equity package, and benefits. The actual base salary offered may be higher, depending on your location, skills, qualifications, and experience.

In this role, you will provide

• Business Control Testing Leadership: Develop, implement, and maintain a robust, risk-based control testing program for the Operations and Member Experience teams, ensuring compliance with regulatory requirements and alignment with best practices. Lead a high-performing team conducting control testing activities, including the design and execution of test scripts, and provide oversight for quality control reviews focused on consumer complaints and disputes.Quality Control Oversight: Oversee quality control processes across complaint handling and dispute resolution functions, identifying gaps, potential risks, and areas of improvement. In partnership with Compliance, establish and maintain quality control methodologies to monitor compliance performance, report on metrics, and assess process effectiveness.
• Regulatory Compliance Focus: Ensure compliance with relevant regulatory standards and bank partner expectations. With support from Compliance, stay current on regulatory changes affecting consumer complaints, disputes, and member experience, and proactively recommend updates to process controls and processes as needed.
• Cross-Functional Collaboration: Act as a liaison between Operations and Member Experience, Compliance, Legal and Risk Management teams to ensure seamless integration of controls within business processes and comprehensive risk and control identification and assessment.
• Issue Management and Remediation: Identify and escalate emerging risks, issues, and root causes related to consumer complaints and dispute handling. Drive remediation efforts, track action plans, and support the resolution of issues to mitigate regulatory and reputational risks.
• Data-Driven Reporting: Develop and maintain regular reporting control testing results, QC metrics, and performance indicators. Deliver reports regarding trends (including compliance and performance metrics), root causes, and action plans to leadership and regulators that drive continuous improvement and / or addresses systemic issues. Provide insightful analysis, highlighting key trends, areas of risk, and improvement recommendations.
• People Leadership: Demonstrate success in leading and developing a high performing team, to ensure consistent and comprehensive control monitoring and insights.

To thrive in this role you  

• Have a minimum of 9+ years of experience in banking or financial services, preferably in control testing, compliance, fraud, dispute, risk management etc
• Have intimate knowledge of consumer financial regulations, such as Fair Lending, UDAAP, Reg-E, Reg-Z, FCRA, FDCPA, SCRA and others to ensure lines of businesses are adhering to the breadth of banking and financial services requirements and associated controls
• Lead your team with integrity and create an environment where your team members feel included, valued, and supported to do work that energizes them
• Have experience in supporting a control testing function with a leading financial institution or fintech with multiple consumer financial products and services
• Bring strong stakeholder management skills to ensure control reporting receives appropriate visibility and action in coordination with other departments (e..g, Risk, Legal, Compliance)
• Are able to work independently and flexibly while ensuring appropriate transparency and escalation when necessary
• Are able to effectively identify, prioritize, and handle multiple work streams simultaneously in a dynamic and rapidly-changing environment
• Have excellent analytical skills, with the ability to interpret and categorize complex data to identify potential consumer financial protection concerns and develop appropriate mitigation plans to remediate any issues/concerns
• Are capable of creating strategies and implementing your vision for what success looks like
• Demonstrate excellent communication and presentation skills; ability to foster collaboration and facilitate teamwork; Comfortable in front of executive audiences

A little about us

At Chime, we believe that everyone can achieve financial progress. We created Chime—a financial technology company, not a bank*—on the premise that basic banking services should be helpful, transparent, and free. Through our user-friendly tools and intuitive platforms, we empower our members to take control of their finances and work towards their goals. Whether it's starting a savings account, purchasing a first car or home, launching a business, or pursuing higher education, we're proud to have helped millions unlock their financial potential.

We're a team of problem solvers, dreamers, and builders with one shared obsession: our members. From day one, Chimers have worked tirelessly to out-hustle and out-execute competitors to bring our mission to life. Their grit and determination inspire us to work harder every day to deliver the very best experience possible. We each bring an owner's mindset to our work, refusing to be outdone and holding ourselves accountable to meet and exceed the highest bars for our teams, our company, and our members.

We believe in being bold, dreaming big, and taking risks, while also working together, embracing our diverse perspectives, and giving each other honest feedback. Our culture remains deeply entrepreneurial, encouraging every Chimer to see themselves as stewards of our mission to help everyday Americans unlock their financial progress. 

We know that to achieve our mission, we must earn and keep people's trust—so we hold ourselves to the highest standards of integrity in everything we do. These aren't just words on a wall—our values are embedded in every aspect of our business, serving as a north star that guides us as we work to help millions achieve their financial potential.

Because if we don't—who will?

*Chime is a financial technology company, not a bank. Banking services provided by The Bancorp Bank, N.A. or Stride Bank, N.A., Members FDIC.

What we offer

• 🏢 A thoughtful hybrid work policy that combines in-office days and trips to team and company-wide events depending on location to ensure you stay connected to your work and teammates, whether you’re local to one of our offices or remote
• 💻 Hybrid work perks, like UrbanSitter and Kinside for backup child, elder and/or pet care, as well as a subsidized commuter benefit
• 💰 Competitive salary based on experience
• ✨ 401k match plus great medical, dental, vision, life, and disability benefits
• 🏝 Generous vacation policy and company-wide Chime Days, bonus company-wide paid days off 
• 🫂 1% of your time off to support local community organizations of your choice
• 👟 Annual wellness stipend to use towards eligible wellness related expenses
• 👶 Up to 24 weeks of paid parental leave for birthing parents and 12 weeks of paid parental leave for non-birthing parents
• 👪 Access to Maven, a family planning tool, with $15k lifetime reimbursement for egg freezing, fertility treatments, adoption, and more.
• 🎉 In-person and virtual events to connect with your fellow Chimers—think cooking classes, guided meditations, music festivals, mixology classes, paint nights, etc., and delicious snack boxes, too!
• 💚 A challenging and fulfilling opportunity to join one of the most experienced teams in FinTech and help millions unlock financial progress

We know that great work can’t be done without a diverse team and inclusive environment. That’s why we specifically look for individuals of varying strengths, skills, backgrounds, and ideas to join our team. We believe this gives us a competitive advantage to better serve our members and helps us all grow as Chimers and individuals.

We hire candidates of any race, color, ancestry, religion, sex, national origin, sexual orientation, gender identity, age, marital or family status, disability, Veteran status, and any other status. Chime is proud to be an Equal Opportunity Employer and will consider qualified applicants with criminal histories in a manner consistent with the San Francisco Fair Chance Ordinance, Cook County Ordinance, and consistent with Canadian provincial and federal laws. If you have a disability or special need that requires accommodation, please let us know.

To learn more about how Chime collects and uses your personal information during the application process, please see the Chime Applicant Privacy Notice.

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